Nedbank Insurance on Personal loans

I have claimed through the insurance for retrenchment, insurance paid 6months but covered for 12 months. No contact from them, until I contacted them about my account being in arrears. Since then spoke to 4 depts, Personal loans, Insurance, Complaints and now Collections, still not resolved, and now shows me as a bad payer on credit bureau. Got a call yesterday from Collections, explained everything, and yet today I got another call, agent had no clue on yesterday's call. Pathetic all-round!!